Archives

Access previous editions back to Edition 86 below:

Edition 139 - October 2007
The Do's and Dont's of Call Monitoring
Still a Bumpy Road Ahead for Call Centre Managers
Profile: Jason Edbers, Technology Manager, iSelect

Edition 138 - October 2007
Call Centre Strategy
Why Do Customer Service Failures Persist?
Profile: Kristy Cranefield, Bankwest

Edition 137 - September 2007
Retention
Effective Complaint Handling is Critical
Profile: Justin Bartley, Strategic Opportunities

Edition 136 - September 2007
Regional Development of Call Centres
Call Centre Technology Roars Ahead
Profile: Michael Stelzer, Aspect Software

Edition 135 - August 2007
Managing Waiting Times
Winning New Contact Centre Clients
Profile: Louise Bedford, Realestate Media

Edition 134 - August 2007
Voice Recognition Technology is rapidly growing
Leadership Development in Call Centres
Profile: Michael Meredith, ATA

Edition 133 - July 2007
Call Centre Recruitment Trends
Project Management - The "Must Have" Skill
Profile Shaaron Kapiteyn, Burswood Entertainment Complex

Edition 132 - July 2007
What selling skills do agents need?
How can managers gain more authority? 
Profile: Denice Pitt, UCMS 

Edition 131 - July 2007
Do not call register
Managing the Bully Boss 
Profile: Lisa Carroll, IAG Insurance Australia Group  
Contact Centre Employee Satisfaction Benchmark Report 

Edition 130 - June 2007
Influential managers - how do they do it? 
Profile: Brendon Walker, St Vincent's Hospital Alcohol & Drug Service 
Do call centres promote stress? 

Edition 129 - June, 2007
2007 Contact Centre Employment Satisfaction Benchmarking Results Revealed.
When do you need a bureau? 
Virtual reality is here 
Profile: Clare Anderson, Powercor & Citipower 

Edition 128 – May, 2007
Cold Calling is so yesterday  
Better performance reviews  
Profile: Neil Harrison, Soul Telecommunications  

Edition 127 – May, 2007
Motivating Agents through every shift
For the Young, What you learn is critical
Profile: Sam Y T Foo, Global Tele Sales
Australian Workers avoid Public Transport

Edition 126 - April 2007
Getting measurement right
Career burn out for managers 

Edition 125 - April 2007
2007 Contact Centre Recruitment Index
Growth in Call Centre Technology 
The Project is Completed Successfully 
Profile: Waylon Bolton, Australia Post 

Edition 124 - March 2007
The Challenge of outbound call centres 
Managing Contractors 
Profile: Tanya Miller, Main Roads, WA 

Edition 123 - March 2007
Skills to look for in agents 
Happiness in the Workplaces  
Profile: David Grant; Global Tele Sales Pty Ltd   

Edition 122 - February 2007
Uniqueness of Managing a call centre 
The Training that Managers need
Profile: Colin Ferguson, Australian Air Express 
NEW! HRO HUB
Kelly Global Workforce Survey - Results Released 

Edition 121 - February 2007
The 'At-Home' Agent option
Meetings - How to manage them better
Profile: Mark Kenning, CIGNA Insurance 

Edition 120 - January 2007
Kelly Global Workforce Survey - Results Released 
Service Level Agreements Essential
Critical ingredients for workplace teams
Profile: Ann Clifford, Savings and Loans Credit Union

Edition 119 - December 2006 
Season's Greetings!  
Kelly Global Workforce Survey Results - Employees Rate Their Bosses  
Benefits of Benchmarking
Hints for New Supervisors 
Profile: Isobel Davidson, RAC Contact Centre 

Edition 118 - November 2006 
2007 Employee Satisfaction Benchmark Survey 
Efficiency is good, Effectiveness is better
The First 100 days
Profile: Patricia Kennedy, GU Health
Industry Recruitment Index Results 

Edition 117 - November 2006 
Need HR Help? 
Developing better agents
Managing equality in the workplace
Profile: Sonia Danielewski, BUPA Australia

Edition 116 - October 2006
Kelly Global Workforce Survey Results - Discrimination in the Workplace 
Script or no script?
On the way out - A good time to talk
Profile: Kamini Mccarthy, Power

Edition 115 - October 2006
Kelly Services clocks up 60 years
For or against India
The power of influencing people  
Profile: Lynne Anderson, HBF   

Edition 114 - October 2006
Kelly awarded SARA Legends!
More than quantifiable measures alone
Redundancies should never be taken lightly
Profile: Aaron Payne, On The Move

Edition 113 - September 2006
Positive environment vital
Providing the training that your people need
Recruitment Survival Kit

Edition 112 - September 2006
OH&S for call centres
Workplaces need leaders
Profile: Gail Saipani, Asteron

Edition 111 - August 2006
Timely update on ‘Do Not Call’
Being creative
Profile: Bianca Jenkinson, Australia Post

Edition 110 - August 2006
Absenteeism in call centres
Workplace conflict
Profile: Shaun Grainger- Salesforce Australia Pty Ltd

Edition 109 – July 2006
Getting the Balance Right 
More Harm than Good from Gossip 
Profile: John Meyer, Australian Unity 

Edition 108 - July 2006
Outsourcing continues
Essentials of communication 
Profile: Anna Turnbull, the West Australian 

EDITION 107 - June 2006
Talk time
Goal setting
Profile: Christine Henderson, Bank of New Zealand

EDITION 106 - June 2006
Australian Contact Centre Industry Recruitment Index 2006 
Ongoing effort required for retaining staff 
Meetings meetings meetings 
Profile: Mike Casey, New Zealand Automobile Association 

EDITION 105 – May 2006 
Perspectives on measurement
Coming to terms with burnout
Profile: Jenni Lawson, Salesforce

EDITION 104 - May 2006
Improve call centre employee retention 
Do not call 
Managing excellence can be challenging 
Profile: Michelle Rameka, Corporate Express 

EDITION 103 - April 2006
Contact Centre Industry Recruitment Index 2006
Keeping agents informed 
Some bosses are too much 
Redundancy always delicate 

EDITION 102 - April 2006
2006 contact centre industry benchmarking study 
Are tangible rewards best?
Effective inductions pay dividends
Profile: Julie Garth, SITEL 
Kelly Services expands into the IT employment market

EDITION 101 - March 2006
Call centre PR desperately needed
Living with difficult employees 

EDITION 100 - March 2006
ccmanager celebrates its 100th edition!
KellyTips 06 - Registrations now open!
Front line super important 
Learning on the job
Profile: Anne Lehrke, Statistics NZ 

EDITION 99 – February 2006
Stress Continues
Building Teams Effectively
Profile: Colin Geard, Ministry of Justice, NZ
2006 Employee Satisfaction Benchmark Study

EDITION 98 - February 2006 
2006 Employee Satisfaction Benchmark Study
Internal layout is important 
Performance Appraisals - The Do's and Don'ts 
Profile: Marilyn Dickson, Origin Energy 

EDITION 97 - January 2006
Do Not Call - Getting Closer 
Holidays always a delicate issue 
Profile: Jan-Marie Creighton, Work & Income 

EDITION 96 - November 2005 
The Original Always Stands Out  
The Results: Recruitment and Salary Index Survey
Training For Managers
Towards Better Teams
Profile: Craig Wilson, NEC Business Solutions

EDITION 95 – November 2005 
Efficiencies Not Everything 
Communication In Times Of Change 
Profile: Louise Linder, ING Direct 

EDITION 94 – October 2005
Balancing Occupancy With Service 
Talent Or War Between The Talents? 
Profile: Consumerlink, Maureen Parrington 

EDITION 93 – October 2005
The Ongoing Management Challenge 
Parental Leave - There's No Turning Back 
Profile: Paul Claassens, Ing Direct 

EDITION 92 – September 2005
Working Through Call Centre Stress 
Workers Getting Older All The Time 
Profile: George Markovski, Pillar Administration 

EDITION 91 – September 2005
Measuring Performance 
Ignite Innovation 
Profile: Fiona Finnegan, DHL 

EDITION 90 – August 2005
Benefits Of Outsourcing 
Stress Is All Around Us 
Profile: Sharon McCaffery, BT Financial Group 

EDITION 89 – August 2005
Customers Look For Quality 
Rules Around Harassment Are Strict 
Profile: Téa May, Commonwealth Securities Pty Ltd (Commsec) 

EDITION 88 – August 2005
Outbound Calling - Never Easy 
Getting Workplace Value From Generation Y 
Profile: Wayne Funnell, Arc Contact Centre 

EDITION 87 – July 2005
Help Lines Need A Customer Focus 
Getting Out Of The Rat Race 
Profile: Peter Church, Vodafone Tasmania 

EDITION 86 – July 2005  
Employee satisfaction national events  
Cutting cost has its risks
The eight hot HR issues for 2005-2007
Career planning, career changing
Strong & dynamic leader needed for high performing team